Remote Bilingual Financial Success Coordinator

My Secure Advantage; Lorida (FL); Remote; USD 20,000 - 29,000; Full time

Job summary

My Secure Advantage is seeking a Customer Support Specialist (Financial Success Coordinator) to deliver high-quality financial coaching support remotely across the U.S. The role emphasizes inbound/outbound calls, email handling, and member engagement with a focus on accurate documentation and seamless handoffs to coaches.

The ideal candidate will be bilingual (English/Spanish), with 2+ years in customer service, strong communication, and the ability to work independently in a remote setting

Qualifications

• Fluent in English and Spanish, both written and verbal.
• Minimum of 2 years in customer service or related roles.
• Experience in call center or remote support preferred.

Responsibilities

• Handle a high volume of inbound and outbound member calls in a professional, friendly, and efficient manner.
• Respond to member emails, messages, and service requests throughout the workday.
• Welcome new members, explain available services, and help them understand what to expect from the financial coaching experience.
• Ask appropriate questions and actively listen to understand the member's financial needs, goals, and reason for contacting MSA.
• Connect members with the appropriate financial coach, service, or resource based on their needs.
• Schedule, reschedule, and manage coaching appointments in accordance with established processes and service standards.
• Support callback and call-queue processes to help members receive timely assistance.
• Conduct outbound follow-up and engagement calls when appropriate.
• Assist members with registration, access, scheduling, and general questions regarding MSA services and digital resources.
• Maintain accurate and complete member records, call notes, and appointment information.
• Coordinate with financial coaches and internal teams to ensure effective member handoffs and continuity of service.
• Resolve routine member questions and service issues while taking ownership of the member experience and escalating issues when appropriate.
• Protect member privacy and confidentiality and follow all applicable company policies and procedures.
• Meet established contact center expectations for availability, productivity, quality, accuracy, attendance, and member service.
• Participate in ongoing training, coaching, team meetings, and quality-improvement initiatives.
• Perform other related duties as assigned.

Skills

Bilingual English/Spanish

Customer service

Communication

Education

High school diploma or equivalent

Job description

My Secure Advantage is seeking a Customer Support Specialist (Financial Success Coordinator) to deliver high-quality financial coaching support remotely across the U.S. The role emphasizes inbound/outbound calls, email handling, and member engagement with a focus on accurate documentation and seamless handoffs to coaches.

The ideal candidate will be bilingual (English/Spanish), with 2+ years in customer service, strong communication, and the ability to work independently in a remote setting